Personal Connection API triggering outbound call with OTel context injection

NICE CXone API & Integrations
1

Trying to wire up the Personal Connection API to trigger an outbound call from our Python backend while keeping the OpenTelemetry span context intact. The goal is to have the trace continue into the CXone flow for monitoring purposes. I’m using the /api/v2/outbound/campaigns/{campaignId}/calls endpoint, but I’m not sure how to inject the W3C trace headers into the request payload so they propagate to the Architect flow execution.

Here’s the payload structure I’m sending:

{
 "toAddress": { "phoneNumber": "+15551234567" },
 "fromAddress": { "phoneNumber": "+15559876543" },
 "campaignId": "abc-123",
 "context": {
 "traceparent": "00-4bf92f3577b34da6a3ce929d0e0e4736-00f067aa0ba902b7-01"
 }
}

The call initiates successfully with a 202 Accepted, but the span doesn’t show up in Jaeger. The context field seems to be ignored by the Personal Connection engine. Is there a specific header or payload key required for trace propagation here? The docs are vague on this part.

2

you’re likely hitting a wall because the outbound API doesn’t accept arbitrary headers in the JSON body for trace propagation. it’s strictly typed. if you’re dumping traceparent into the customAttributes or conversationData, the telephony stack ignores it. the platform needs the W3C context on the actual HTTP request layer or passed via specific metadata fields that the campaign runner picks up.

  • move the trace injection to the HTTP layer. if you’re using genesys-cloud-python-client, you can’t easily inject headers into the SDK method call for outbound calls. you’re better off using requests directly. set the traceparent and tracestate headers on the POST /api/v2/outbound/campaigns/{campaignId}/calls request. the CXone gateway picks these up if they’re standard W3C format.
  • ensure your campaign is configured to accept external triggers. if the campaign is MANUAL or PREDICTIVE, it might drop the call if the context isn’t recognized. use API_INITIATED if possible, or ensure the campaign has the right permissions for API-driven starts.
  • verify the traceparent format. it must be 00-traceId-spanId-flags. missing the version byte or flags will cause the OTel collector to drop it.
import requests
import os

genesys_host = os.getenv("GENESYS_HOST")
campaign_id = "your-campaign-id"
access_token = "your-bearer-token"

# W3C Trace Context
traceparent = "00-4bf92f3577b34da6a3ce929d0e0e4736-00f067aa0ba902b7-01"

headers = {
 "Content-Type": "application/json",
 "Authorization": f"Bearer {access_token}",
 "traceparent": traceparent,
 "tracestate": "vendor1=value1,vendor2=value2" # optional
}

payload = {
 "contactId": "1234567890",
 "contactType": "PHONE_NUMBER",
 "contactValue": "+15550199",
 "campaignId": campaign_id
}

response = requests.post(
 f"https://{genesys_host}/api/v2/outbound/campaigns/{campaign_id}/calls",
 headers=headers,
 json=payload
)

print(response.status_code)
print(response.text)

this keeps the span intact from the moment the call hits the Genesys edge. don’t forget to check your OTel collector config to ensure it’s listening on the right port for the inbound traffic from the Genesys side if you’re doing bidirectional tracing.